Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/17/2024. We brought our 23 **** Maverick into AutoNation **** for a check engine light that came on. They said they needed to replace canister and that is was not covered under warranty. We asked about it being covered under the emissjons defects warranty coverage of 8 years or ****** miles. He said no, this was not an emission part, that it was part of the fuel system. We told them to replace it and they did at $1,120.49. However, after we paid, they gave us the invoice with the part number they replaced. We looked up the part number on ****'s website and it clearly says the part is apart of the emissions system. The service manager agreed it should be covered under warranty but he said he could do nothing about it and they we would have to call corporate to reimburse us. He gave us the phone number and I have called over 6+ times and every time i call they say they will have a superviser call me back and I never receive a call back.

  Business Response

  Date: 01/22/2025

  Hello, ***, my assistant manager did speak to the customers about it not being covered. He also verified himself no coverage. Please see attachments you will find the repair order with the part and part number as well as the attachment of the vin status from **** showing that part number is NOT a covered part. Unfortunately, we run into this a lot when customers are around over 34k mikes and out of the base warranty. The advisor tech and service manager are correct about the coverage. Please let me know if i can answer any more questions. 

   

  Thanks,

  ****** *********

  Service Director

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22839771
  
  I am rejecting this response because:
  
  Per my ****** on page 28, it says that if the parts on the following list contain an emissions-related defect, they are covered by the Defects Warranties. The part you replaced is a component in the vehicles emissions control system, this is clearly listed as a covered defect warranty on page 28 which has a 8 year or ****** mile warranty.
  
  The emissions defect warranty coverage is 8 years or ****** miles per my ****** on page 25. 
  
  I expect a full refund or I will print these out and come out there to hand them to every person who comes in to try and buy a vehicle from **** Autonation Wolfchase. People should know you are trying to take advantage of them.
  
  Sincerely,
  
  ********* & ******* ********

  Business Response

  Date: 01/24/2025

  Good morning! Please see more attachments. This part is actually a part of the EVAPORATIVE system not the Emissions System. I had my Warranty administrator reach out to the **** Warranty assistance to get written confirmation. Again, this is NOT covered by warranty. There will be No refund to the customer as the work that was recommended to fix their vehicle was approved by the customers after being told it was not covered by warranty. We have many tools that we use that shows **** warranty parts coverage. If the customer feels this is still not right, she is welcome to contact ************** but it will be the same outcome. Please reach out if you need anything further. 

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22839771
  
  I am rejecting this response because:

  Per your last response, this part falls under the feral warranty of 5 years or ****** miles. Or vehicle is only at 2 years and ****** miles. Reimburse the full amount or i will be up there tomorrow with proof to hand to customers looking to buy cars from you. 
  
  Sincerely,
  
  ********* & ******* ********

  Business Response

  Date: 01/31/2025

  Hello,

  We are the administrator of your **** Warranty, not the warrantor.  We are required to abide by ****s decision as to what is, and what is not covered. Either **** pays us for the repair, or you do. If **** pays us for the repair, we will gladly refund.  Please call **** Consumer Affairs **************. This BBB Complaint should have been directed to ******************, not the dealership. 

  Customer Answer

  Date: 02/04/2025

  They sent me information that says this part has ******* mile warranty but they won't honor. Then they tell me to call the number I've been calling for 2 months but they never call me back. Please leave them a 1 star review. I will reach out to a lawyer to help me with this situation because messaging **** is going in circles and not getting anywhere.

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/24/24 at approximately 1pm my 81 year old African Ameridqn mother and I went to Autonation Ford Wolfchase. My mother wanted to get a diagnostic determination for problems she has had with her vehicle since an accident, and whatever repairs needed to be done on her 2014 **** Escape to fix the problem. We spoke with "*****************" ***/m and service advisor. ***************** told my mother Autonation Ford Wolfchase could not service her vehicle because there were (250) vehicles ahead of hers and she couldn't be seen until November. This is the same Autonation that she purchased this vehicle from in February 2015 and has had all service work done there as well. There is zero chances this location had 250 vehicles waiting to be worked on. ***************** was informed by my mother there was supposed to be an appointment already set up by State Farm for my mom's car repairs. ***************** stated he had no knowledge of the appointment. He then proceeded to ask all his fellow employees in the area as well as the service manager who allegedly said they had no knowledge of the appointment as well. ***************** was totally dishonest when he stated there were 250 cars waiting to be seen or it will be November before they were taking in any new repair work. ***************** discriminated against my 81 year old African American mother who has been a loyal customer at this location and has spent $35,000 or more with them. I advise ALL African Americans not to purchase vehicles or have repair work done on their vehicles at AutoNation. If they will discriminate against the least of us why would we do business with them.

  Business Response

  Date: 08/09/2024

  I'm not sure how to respond to a claim of racism.  Obviously, miscommunication did occur. Racism, no. We enjoy a very diverse Team here with minorities at every level, including management. 

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped my truck off April 30, 2024 at 7:15 am. Check engine light was on. Finally got a call back from service advisor May 17, 2024 that they diagnosed the problem and would order parts to fix it. The had my truck ready to pick up May 21, 2024. May 31, 2024 at 8:10 am my check engine light is back on. Call ***** my service advisor and told her the issue. I paid $4638.75 to have it fixed and it's still not fixed. I think I should have been put back in the front of the service line since I had already paid to have it fixed. I finally get a call back June 11 telling my that they cannot get me in any sooner and that they didn't have a loaner vehicle I could use. I've already paid to have my truck fixed.

  Business Response

  Date: 07/04/2024

  *******************************

  Business Response

  Date: 07/04/2024

  Messed up last message sorry. Customers car is in the shop and they are in a loaner vehicle. He is being taken care of. We are inspecting the vehicle. 

  Customer Answer

  Date: 07/10/2024

  I would like to hold on giving my response until the work is completed and make sure everything is working properly. Auto nation is still working on my truck.

  Thanks,

  ***********************************;

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle on 4/8/24 that had what appears to be a paint defect on the hood discovered some days later. I reached out to the salesman at that time who had me come in so the service center could take photos. While there I asked what to expect, and the salesman indicated they would submit the claim to **** but ultimately the dealership would make it right. After numerous inquires on the status of the claim and texts of "still waiting for **** feedback", the responses died off completely. I contacted **** at that time and after an investigation they reported back there was no claim submission and no record of an issue. I have a defective paint job that needs to be resolved.

  Business Response

  Date: 06/27/2024

  **** recently responded to our claim regarding the paint on **************** vehicle. Our Service Director, *******************************, has been communicating with ************ as to the next steps to rectify as per ****. I apologize for the length of time to get a response from ***** and for the lack of communication on our part. 

  Customer Answer

  Date: 07/06/2024

   
  Complaint: 21842023
  
  I am rejecting this response because:
  

  I did receive an initial call from ********************** following the complaint with instructions to carry the vehicle into their collision center. The vehicle was carried in on 6/19 where an estimate was prepared and forwarded to her attention. However, since then I have called and left multiple voice mails with ********************** inquiring on the status and have received no call backs or updates.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought a ******** on 2/13. I had to take it back for a sensor 3/19. It was fix on 2/22. Then the brakes started squealing. I took it on 3/11 and was told they didn't hear anything. I was told by the service person it needed to go to ******** dealership cause he couldn't check it. I received the car back on 3/22 still asking the sound and was told I could take it to ********. Its under a 3 months or 3000 mile warranty. They are refusing to fix the brakes. I shouldn't have to put brakes on a ******** I purchase from a certified dealership. I need help with this issue. I just want the warranty honored.

  Business Response

  Date: 03/16/2024

  We did Autonation Certify the vehicle which comes with a limited 90 day warranty on certain covered parts. Brakes are consider a wear and tear item. The brakes passed our certification process at the time of inspection.

  Customer Answer

  Date: 03/17/2024

   
  Complaint: 21441348
  
  I am rejecting this response because:  I haven't had the car but a month.  I was told that new brakes were on the car.  I havent drove the car a 1000 miles so how did I put wear and tear on the car.  I just want the brakes fixed under the warranty.  I took the car back and they have had it 2 weeks of the month I got the car, so this is not my fault.  I was sold a car with bad brakes.  I was told by them that they couldn't check the car, it needed to go to ******** dealer.  But, ******** told me they don't honor other dealer warranties without they dealer bringing it in.  
  
  Sincerely
  
  *******************************

  Business Response

  Date: 03/18/2024

  We do not have a ***************************** as a customer. I will need the *** number of the car or the customers name the car is under in order to research further.

  Customer Answer

  Date: 03/18/2024

  The **** WWDDHF5KB2GC213727  is the number.  The car is in my name *******************************.  It was financed by Navy Federal.

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21441348
  
  I am rejecting this response because: The **** WDDHFKBGC213727.  Its financed in my Name ******************************* by Navy Federal.  The car was purchased on Feb, 13, 2024
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/18/2024

  With all due respect that vin# is incorrect a vin has 17 digits and the one submitted only has 15 and we did not sell a ******************************* a car ever. This is the Autonation **** on 2515 Mount Moriah are you sure you have the correct location? 

  Customer Answer

  Date: 03/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I HAD THE WRONG LOCATION, Its AutoNation Wolfchase

  
  Sincerely,
  
  *******************************

  *****************************

  *******, ** 38109

  
  

  Business Response

  Date: 03/25/2024

  While here, we inspected the brakes to ensure that they are safe and operating correctly. No issues were found. We would gladly repair (as we did the sensor) ********************** vehicle's brakes under warranty if they needed repair or replacement.  Regarding a squeaking noise, an occasional squeak from the brake pads is not uncommon on a ******** **** when metallic or ceramic brakes pads are used as ******** suggests for greater stopping power. We drove the vehicle several times to determine if the brakes were squeaking excessively. We did not experience then squeaking at all.  

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21441348
  
  I am rejecting this response because:  I left the car with them for 4 days, they told me I could take it to ******** but they didn't know it was squeaking.  I would like for the car to be taken to ******** and checked out.  I still hear the squeaking and to me it shouldn't be making no noise  The parts manager told me he couldn't take the wheels off of the car because he couldn't reset it without a machine, so that lets me know that it wasn't checked.  The manager told me new brakes were placed on the car with a transmission mount..I would like prove of this if that's the case.
    
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/22/2024

  Please see attached copy of the work order. Brakes, tires, sway bar links, oil change. 

  Customer Answer

  Date: 04/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************************

  *****************************

  *******, ** 38109

  
  

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep getting letters about a vehicle protection plan for someone named ******************* at my address there isn't a ******************* here and has never lived here I have gotten 7 letters so far and 1 more in the mail today. I have called the number on these letters numerous times and told them that he does not live here and has never lived here to take my address off their mailing list. I am not sure what there problem is but I DON'T WANT ANY MORE OF THERE SOLITATIONS I hope no one else is having this problem.

  Customer Answer

  Date: 01/29/2024

  Now because these people have been mailing  solicitations to my address I received today one for a *************** at MY address from ******** THIS NEEDS TO STOP!

  Customer Answer

  Date: 01/29/2024

  Please see attached mailings that should not have been addressed to my address these people do not live here.

  Business Response

  Date: 02/01/2024

  I have contacted our corporate office and they have removed that address from our data base. 

  Customer Answer

  Date: 02/01/2024

  I can only hope they have removed my address from their database.  I have called them numerous times and then they said they have removed my address I have 8 letters here and 1 I sent back with this person ******************* and my address from this company they should have removed it when I called I even had one guy ask me if I was sure he never lived here of course I am sure now because of their stupidity I am now receiving junk mail for a ****************  This should not happen and if they would have done their job I wouldn't have to contact you.  

  I will be satisfied when I don't receive any other mail for these people.

  Customer Answer

  Date: 02/02/2024

   
  Date Sent: 2/1/2024 5:35:03 PM
  

  I can only hope they have removed my address from their database.  I have called them numerous times and then they said they have removed my address I have 8 letters here and 1 I sent back with this person ******************* and my address from this company they should have removed it when I called I even had one guy ask me if I was sure he never lived here of course I am sure now because of their stupidity I am now receiving junk mail for a ****************  This should not happen and if they would have done their job I wouldn't have to contact you.  

  I will be satisfied when I don't receive any other mail for these people.

  Business Response

  Date: 02/02/2024

  I have responded. 

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I took my car in for service its been there almost 2 weeks they didnt give me a loaner to get back and forth to work, and I also havent had any updates about my vehicle.

  Business Response

  Date: 08/12/2023

  As explained to ****************** at time of drop off, we were a minimum of 3 weeks behind on diagnostic issues and we did not have an available loaner vehicle. We stay extremely busy in our shop due to having 9 **** ****************** on staff with an average of 25 years' experience. ********************** Mustang is no longer here. 

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to ask about warrently for my car bumper to bumper and i was told i hsve to bring it in order to get the part bunber so they can file it up to the bumper to bumper to see if it cover and was told to drop off for 2 week? U hewr that 2 week to find out either yes cover or no doesnt? For 2 week for an yes or no

  Business Response

  Date: 06/09/2023

  Bring your vehicle in and see ********************* or ********************* no later than 11AM any day except Saturday.  If it is a broken piece, we may be able to diagnose same day. An electrical issue will take longer.

• Initial Complaint

  Date:02/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec. 14th, 2022, my car died suddenly & would not start even with a boost. Several people tried to boost me but could not do so. They all told me they felt it was a computer issue. Sensing that to be true, I had the car towed to this dealership rather than a repair service just down the block. **, the dealer maintenance mgr, called & told me the next day that it would be several weeks before they could even look at it as they had 80 to 85 cars ahead of me. I understood, as everyone is short of help. However, before renting a car, I called him back the next day. I asked if he could just put it on the machine to see if it was the battery because, if so, my nephew could buy a battery & put it in. ** called me back & said it was definitely not the battery. I told him I would be patient then & wait & I rented a car as I had to get to work. I checked with him each ********* told me each time that we knew it was not the ************ would let me know how many remained in front of me. Finally on 1/4/23, ** called me & said he had egg on his face cause it was only the battery after all. By this time, I had incurred rental car charges of $1781. I picked up the car $& it has run fine ever since, I made a complaint with the ** of this **** & was turned over to *********************, **'s boss.**** told me he understood my issue & "they needed to do something to help me since it was their ****** **** would call me back.. For the next 3 weeks, I had to "chase him down" as he wasn't calling **** still have the texts to show this. Each time, he said they were working on it **** would get back with me. Finally on 1/26/23, he brought me a check for $450. I expressed my disappointment because in effect, with the rental charges, I had paid $2000 for a car battery, when my nephew could've put in a battery the same ******* would've been on my way. I feel that someone definitely fell down on their job. I also feel they should have at least offered to pay 1/2 of the rental fee.

  Business Response

  Date: 03/03/2023

  Unless a vehicle is covered by an insurance policy or a warranty that provides a rental car, customers are financially responsible for securing their alternative transportation. As she states in her complaint, she was informed that it would be several weeks before we could diagnose as there were customers ahead of her. Knowing this, she decided to leave it here. When ************ called, she was told that the initial assessment given to us by a battery testing machine indicated the battery was OK. Those machines are not always correct. We felt we needed a technician to look further into the electrical system to be certain everything was OK. We didnt want to only replace the battery to later strand ************ due to possible additional electrical issues. Less than 3 weeks later (weeks ahead of the original time estimate), after a thorough electrical system inspection, the technician found that the battery testing machine was wrong, and the issue could be resolved by replacing the battery No other electrical issues were present. We should not have given ************ $450. We have no obligation to pay any part of her rental expense that she decided to incur. We were trying to help. 

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 23, 2022 I picked up my 2012 **** Focus from the service department at **** Autonation. After I paid $997 I waited over 20 minutes and then asked the Service Attendent **** what was taking so long. He stated they were trying to figure out why my car wasnt starting. I asked him what did they fix and he said the fixed the bracket around the *** and replaced a fuse. I was told on the phone that I needed rewiring done. At this point i was confused and tried to ask questions. **** started to tell me that my car was a cash cow and that he believed it had been wrecked and stated I should sell it or trade it in. After, he told me the fuse blew again. When I got in the car I saw hot lose wires and I ask him why wasnt it fixed he said I didnt pay for that. I asked for manager and ***** came over and saw the wires and said it was okay and it shouldnt happen again. I go it to the car pull off and less than a mile away my car shut off in the middle of three lines road. I called and told them I wasnt safe and I was in the middle of the street and just pulled off. They told me to get out the car lift hood and leave on blinkers. Some people saw me in trouble and push my children and I off the road. Before the car cut off the wires smoked. The same wires I asked the service attendant and the manager about. I called the service manager and general manager since then and no one has contacted me. I was really upset and scared and more upset that my children and i were dismissed and no one cared. I am also confused at what I paid for because that is what i thought was corrected. No one has returned my call even after I have calmed myself and called the general manager. I want somene to explain my bill to me like they should have done. Also, I want to know if their policy is to let someone leave with hot wires.

  Business Response

  Date: 01/10/2023

  Hello,

   

  If **************** can bring her vehicle by any morning Monday thru Friday and leave it with our  service director ********************* for the day, we will take a look and advise of needed repairs.

   

  Thank you,

   

  *******************

  General Manager

  AutoNation Ford Wolfchase

  ************

  Customer Answer

  Date: 01/10/2023

   
  Complaint: 18526198
  
  I am rejecting this response because: I want someone to review my last bill and explain to me how a fuse and rewire that took less than 2 hours cost me $1000. I dont want to be advised. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/23/2023

  Hello,

  Service Director ********************* spoke with **************** regarding her concerns. From what I'm told by ****************, ******************** issues and questions were addressed. 

  I apologize for the delay.

  Respectfully,

  *******************

  GM

   

  Customer Answer

  Date: 01/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************